Poor communication & Extended waiting period

I purchased a puzzle from Loot.co.za, paid immediately, sent through pop and sent them a separate email expressing that this was for a special occasion. Their response was extremely standard, 'we will do what we can but please note that the lead time is 5-7 working days etc etc'. I followed up a few times over the following 10 days to find out progress on the order. I was assured that it would be dispatched by a certain date, without a doubt. When I expressed my concern and disappointment, I again, got a very copy/paste response. Zero sincerity. Nevertheless, I continued to patiently wait. I then got an email later that day (the same day it was due to be dispatched LATEST) stating that they have had an issue with the stock and they are only expecting to receive the item ON OR AROUND the 23rd November. I placed my order on the 8th!!! Again a copy/paste email, zero sincerity, and extremely non-committal. After I received this email I sent an email requesting a refund. Then the following morning (Saturday) I got an sms and email stating that the order had been dispatched??? Confusing and lack of communication. In my opinion, a serious case of broken telephone.

I then received an email from a lady by the name of Michaela, asking for my banking details. But then on Monday morning (yesterday), when they realized that the item had been dispatched that was only due on or around the 23rd Nov???, they then said that they needed me to request a return before they can refund me. I'm sorry, but this is now more mission that anything else. I've paid for an item, waited close to 3 weeks and am still having to waste more time on a mistake they have made???

In my opinion, there is a problem with communication, failing to going the extra mile for their clients and not thinking out of the box when responding to their customers. Too much text book copy paste.

I WILL NOT BE USING LOOT AGAIN!